Sr Workforce Planning Specialist

Key Responsibilities

• Updates daily exceptions to the shift schedules in a real time mode into the scheduling system, inclusive of sick and unscheduled time off, tardies and other necessary exceptions during the business day as directed by management.
• Continuously monitors incoming call volumes, real time adherence and all offline activities (ie. ACW, AUX and time logged off) to determine an associate's availability. Reports the information to the Workforce Manager and/or leadership as necessary.
• Prepares various reports (ie adherence, daily operating reports, call etc.) for the leadership team according to scheduled timeframes to assist them with the daily and future achievement service level objectives.
• Create and maintain accurate agent schedules based on forecasted demand and business requirements.
• Optimize schedules to meet service level agreements (SLAs), occupancy, and productivity targets.
• Manage schedule adjustments including shift swaps, time-off requests, and real-time changes.
• Collaborate with forecasting and real-time teams to ensure alignment across WFM functions.
• Analyze scheduling effectiveness and recommend improvements to increase efficiency.
• Ensure compliance with labor laws, company policies, and contractual obligations.
• Maintain data integrity within workforce management systems.
• Generate reports and dashboards on scheduling performance metrics.

Qualifications

• 2+ years of experience in Workforce Management, scheduling, or call center operations.
• Strong analytical and problem-solving skills.
• Proficiency in WFM tools (e.g., Genesys Cloud, NICE, Verint, or similar platforms).
• Advanced Excel skills (pivot tables, formulas, data analysis).
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced, dynamic environment.

PREFERRED QUALIFICATIONS

• Preference will be given to candidates who have the following:
• Bachelor’s degree in Business, Finance, Statistics, or related field (or equivalent experience).
• GenCloud and Salesforce experience.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Matched Retirement Savings
• Wellness Program
• Short-and Long-Term Disability
• Charitable Contribution Match
• Holidays
• Personal Days & Vacation
• Paid Volunteer Time Off

Pay

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity or commissions.

Schedule

The position is hybrid, working in the office 3 days a week, and working from home 2 days a week.